Cover Story - MS Ramaiah College of Hotel Management

Volume . 02 Issue. 02

HOSPITIUM

Cover Story

WELCOME TO THE

EXCITING WORLD OF

HOSPITALITY

3 December 2020

HOSPITIUM

Hospitium

is the ancient Greco-Roman concept of hospitality. A divine right of the guest and a divine duty of the host.

EDITORIAL BOARD

Prof. Abby Mathew – Dean FHMCT, RUAS Dr Sweety Jamgade – Assistant Professor, FHMCT, RUAS Ms. Amrita Prabhu – Assistant Professor, FHMCT, RUAS Dr Jithendran J. Kokkranikal – Principal Lecturer, University of Greenwich London, England Mr. Sandeep Chatterjee – Food & Beverage Consultant New Jersey, USA

The COVID-19 has immensely affected the globe, businesses and each one of us and the adverse impacts

of the pandemic in hospitality industry is widely spoken, written, and disseminated by various medias.

Thus, the editorial board suggested the themes for this issue to be related to solutions to the on-going

pandemic crisis. In accordance with the quote of Jim Rohn, “Focus on the solution, not on the problem”,

the editorial team have diligently worked on themes indicating the resolution of issues.

The second issue of this second volume of ‘Hospitium’ is the collection of articles motivated towards

wellness, growth and development in the hospitality industry. The authors have contributed informative

articles on food and health, hospitality value co-creation services and entrepreneurship leading to

economic wellness. The industry experts and the alumni have also contributed engrossing and inspiring

articles for budding hospitality professionals. I would like to convey my appreciation to the editorial team,

authors and students for their efforts into academic writing and publication. My best wishes are with the

editorial team and the contributors to the magazine. Keep writing and reading.

4

Professor Abby Mathew

Dean of Faculty of Hospitality Management and Catering Technology (FHMCT) RUAS, Bangalore

HOSPITIUM

FOREWORD

December 2020

I am pleased to write the editorial for this issue of Hospitium, which strives to disseminate wellness of

health and hospitality businesses through its informative articles. The editorial board have outlined the

following diverse themes and have received insightful articles from the authors.

• Food as an immunity booster

• Significance and promotion of local foods

• Creation of 'wow' factors in hospitality services

• New normal entrepreneurial opportunities, products, and operations

• Safe travel and tourism practices

The articles on creating and enhancing the ‘wow’ factors in hospitality services are captivating with the

trending information provided by the authors. I appreciate the active participation of the students and

their contribution to this issue.

The contributions from the industry experts Mr. Ramiah Daniels- Director of Hospitality Paradigm & Mr.

Ajay Bakaya- Managing Director of Sarovar Hotels and Resorts are inspirational to the budding hospitality

professionals. Notably the alumni Mr. Subassh & Ms. Etisha’s interview and webinar interaction with the

juniors have bolstered the objectivity of the magazine.

The editorial team welcomes reader’s feedback and the theme suggestions for the next issues. We need

to keep marching the academic writing and publication path together constructively.

Stay Safe and Healthy!

Keep Reading and widen your horizons!

Dr Sweety Jamgade

Assistant Professor, FHMCT, RUAS, Bangalore Editor-in-Chief, Hospitium Magazine Email: [email protected]

FROM THE EDITOR’S DESK

Wishing all the readers an H3-Happy, Healthy & Healing- 2021!

May we keep sailing strongly together in the tough times.

5 HOSPITIUM

December 2020

Promotion of Local Foods: Page 19

Food as an Immunity Booster: Page 12

Hospitium: Published by Faculty of Hospitality Management and Catering Technology, Ramaiah University of Applied Sciences, Gnanagangothri Campus, New BEL Road, MSR Nagar, Bangalore, Karnataka, India 560054 Copyrights 2019. All rights reserved throughout the world. Reproduction in any manner, electronic or otherwise, in

whole or in part, without prior written permission is prohibited. Disclaimer: All photos used in this issue were taken inhouse or are from online duty free sources

Safe Tourism Practices: Page 31

CONTENTS

6

2

HOSPITIUM

COVER STORY

1 Michelin Stars – The Coveted Award for Chefs and Restaurateurs across the Globe

8

FOOD AS AN IMMUNITY BOOSTER

2 Immunity Boosting Artificial Caviar

12

SIGNIFICANCE AND PROMOTION OF LOCAL FOODS

3 Malt – The Humble Super Food 14

4 Significance and Promotion of Local Foods, Through Progressive Indian Recipe Development

19

CREATION OF 'WOW' FACTORS IN HOSPITALITY SERVICES 5 Unique Dining Experience - En route to “Wow” Factor 22

6 Atithi Devo Bhava: A Reality Check 24

7 Hotel Operations & Customer Strategic Excellence through the Data Analytics

26

NEW NORMAL ENTREPRENEURIAL OPPORTUNITIES, PRODUCTS, AND OPERATIONS

8 Caryota Urens – The Dynamic Toddy Palm 28

9 Steam Absorbent Pizza Box

30

SAFE TRAVEL AND TOURISM PRACTICES

10 Would Ecotourism Succour the Revival of the Travel and Tourism industry hit by COVID-19?

31

11 Unexplored Eco-Friendly Camping Sites in Coorg 33

12 Is Dark Tourism Unethical, Controversial?

35

INDUSTRY SPEAKS

13 A Successful Failure – Mr. Ramiah Daniels 40

14 Industry Expert Interview – Mr. Ajay K. Bakaya

42

ALUMNI SPEAK

15 Ms. Etisha Kohli 43

16 Mr. Subhash N H 44

December 2020

Image courtesy: ©Shutterstock/YARUNIV Studio

Michelin Stars

The Coveted Award for Chefs and

Restaurateurs across the Globe Chef. Neena Joshi Associate Dean FHMCT, RUAS

and

Ms. Amrita Prabhu Assistant Professor FHMCT, RUAS

Photo Credit: Ye Massa@massa404

Ms. Shashi Binani Assistant Professor FHMCT, RUAS

also, on special occasions and they

are particular about what they eat.

They conduct thorough research of

their options including details such

as the restaurant’s ambience and

the quality of food before deciding

where to dine. Peer

recommendations on what to eat

and the best place to dine also

plays an important role. Often,

after intense survey of all the

options, customers are

disappointed with the quality of

food and service. A fool proof

method where the quality of food

is judged and published is a great

way to avoid dissatisfaction. The

awarding of Michelin Stars is a

worldwide trusted restaurant

rating system. Restaurants around

the world consider it an honour to

be graded for their level of service

quality through this system.

The origin of Michelin is an

interesting fact. Originally a French

The Michelin Brothers Ándre and Édouard

tyre manufacturer based in

Clermont-Ferrand in the

Auvergne region of France,

Michelin in the 1900s began

publishing the ‘Michelin Guide’,

a travel guide in Europe

encouraging enthusiasts to drive

to local attractions. The guide

also included details of dining

options and the best meals

available along the travel route.

Unexpectedly, the guide soon

became more popular for the

dining options it provided for

motorists. What started as a

brilliant PR exercise for French

Michelin brothers Ándre and

Édouard, has evolved into the

highest goal for talented chefs.

At a time when very few people

ventured out on road trips and

depended on guides for

information on routes to take

and refill stations be it for the

vehicle or the driver, the

Michelin brothers’ goal was to

encourage people to take the

initiative to explore new

locations and on their own and

of course in the process also to

buy their tyres and boost their

sales.

Michelin stars are considered as

the hallmark of fine dining by

many of the world’s chefs and

gastronomy enthusiasts. Stature,

excellence and unbelievable food

are the three words associated

with a ‘Michelin star restaurant’

and is the best way to earn

instant global recognition. It was

in 1926 that restaurants were

first awarded Michelin stars. The

three-star rating system used

today was developed in 1931. It

is not easy to achieve the stars

and recipients who get awarded

with Michelin stars gain

enormous respect because only

the best of the best restaurants

have a chance at competing for

it. Winning or losing a Michelin

star can make or break a

restaurant’s reputation or

business.

The millennials’ approach to

eating out is based on many

factors. It includes not only the

need to eat out frequently but

8

December 2020

COVER STORY

HOSPITIUM

https://quotestats.com/topic/michelin-star-quotes/

Stars.

Tokyo leads the list with 29

restaurants, 27 are in France and

14 in the USA. At the time of

writing this article, India does not

feature in the list of awardees due

to the absence of a Michelin guide.

Nonetheless, India’s neighbouring

countries such as Singapore, Hong

Kong and Thailand, all have

Michelin Guides. With the

evolution of the profile of the

Indian customer, chefs and

restaurateurs are involved in

catering to the shift with the hope

of India getting a Michelin Guide

and receiving stars. One of the

most iconic places to dine out in

Singapore today is ‘The Song of

India’ which in march 2019,

became the first Indian restaurant

in Singapore to receive a Michelin

star.

https://www.quandoo.sg/place/song-of-india-19644

Manjunath Mural

Awarded for the Singapore based

‘The Song of India’ in 2016

India is yet to receive a Michelin

guide, making its restaurants and

chefs eligible for Michelin stars

but that hasn’t stopped Indian

chefs from achieving that honour

overseas. Below are the beloved

Indian chefs who have been

awarded Michelin stars including

Garima Arora, making us

immensely proud. All the

restaurants are not operational

now but the chefs are still doing

great work in other restaurants.

Gaggan Anand

Awarded for the Bangkok based ‘Gaggan’ in 2015 to 2018

https://en.wikipedia.org/wiki/Gaggan_(restaurant)

Garima Arora

Awarded for Bangkok based restaurant Gaa in 2018.

https://www.femina.in/trending/achievers/garima-arora-is-

indias-first-michelin-star-woman-chef-139704.html

Vineet Bhatia

Awarded for the London-located restaurant Zaika in 2001.

The bucket list of foodies across

the globe would certainly feature

dining at a Michelin starred

restaurant. Michelin star chefs

have a phenomenal number of

followers and are as much

celebrities as are cricketers, film

stars or musicians. Culinary

tourism which involves travelling

for discovering and exploring

food has received a boost due to

the popularity of Michelin

starred restaurants. The

Michelins identified this rise in

demand as a need to create a

team of inspectors hired to visit

and rate restaurants. The rating

has 3 categories, the same being

followed even today. The

Michelin rating system awarded

one star to a “very good

restaurant”, two stars to

“excellent cooking that is worth a

detour”, and three stars to

restaurants with “exceptional

cuisine that is worth a special

journey.” In addition, there is

another award called “Bib

Gourmand” for restaurants that

serve high quality food at

affordable prices.

Since the first award was

bestowed, the popularity of the

Michelin Star concept has spread

across the globe. As of today, 30

regions spread across 3

continents actively utilize the

Michelin grading system. A grand

total of about 121 restaurants

have been awarded 3 Michelin

HOSPITIUM

COVER STORY

9 December 2020


development option for less developed countries cannot be overemphasised. A large number of developing countries have turned to tourism as a potential escape route from their development problems (Todaro and Smith, 2012) as it offers a comparative advantage as a development activity when compared to traditional sectors of economy such as agriculture (Jenkins, 2015). Tourism's potential to generate a number of social and economic benefits have encouraged developing countries to invest scarce resources and capital for its development (Kokkranikal and Morrison, 2011). However, as Sharpley argues (2010) the inherently imperialistic and dependent nature of tourism do not fit easily with the notions of inclusive growth or an alternative model of development. With no past experience or expertise, tourism in the less developed countries is generally characterised by adhocism and unplanned development leading to various kinds of environmental, social, cultural and economic impacts, generating numerous destination case studies of negative impacts of tourism (Wall and Matheson, 2006). Sustainability, as a result, is an important issue in tourism in developing countries.

Alfred Prasad

Awarded for Tamarind of Mayfair in 2002.

Atul Kocchar

Awarded for Tamarind, London in 2001 and for his own venture Benaras in 2007.

Karunesh Khanna:

Awarded for Amaya, London in 2006.

Sriram Aylur:

Awarded for Quilon, London in 2008.

Vikas Khanna:

Awarded for the Junoon restaurant for three consecutive years since 2012.

http://gastroutes.com/top-7-indian-chefs-received-michelin-stars/

The Process of Awarding Michelin Stars The concept of awarding

Michelin stars encourages

talented chefs to vie for stars, but

stars are awarded to restaurants

and not individual chefs. This is a

good opportunity for chefs, who

may be running more than one

restaurant to win more than

three stars even though the

maximum stars awarded to a

single restaurant is three. The

late chef Joël Robuchon holds the

record for most Michelin stars by

an individual chef with an

inspiring total of thirty-two stars.

But winning a star requires

meeting the Michelin standards,

and a majority of the restaurants

do not make the grade and are

usually awarded zero stars.

Michelin inspectors care only

about the quality of their food

and service. There exists a

possibility that a chef/restaurant

could be awarded a star, and lose

it the very next year. A

chef/restaurant might also

encounter a downgrading in the

number of stars they hold if

expected standards are not

maintained. Interestingly,

restaurant reviews by the ‘New

York Times’ is seen to be more

influential than the Michelin Star.

Several Michelin starred

restaurants have shut down

because of poor reviews by ‘The

Times’.

Times’.

Unlike other restaurant review

systems, Michelin star ratings do

not depend on customer

feedback for awarding the stars

but on anonymous reviewers

called inspectors. The inspectors

appointed by Michelin, who

undergo certified training, are

not allowed to speak to the press

and are even asked to keep it a

secret from their families. The

chefs are clueless about any visit

by the inspectors and have to

ensure that they are consistent

with the quality of food and the

standards of service. The

inspector visits the restaurant

several times before writing a

report and they are able to be

completely objective because of

the confidentiality.

The criteria for judging focuses

on elements like the quality of

the cooking ingredients, mastery

of culinary techniques and

methods, presentation of food

and of course, the taste of the

food and are identical for every

restaurant. Restaurant design,

decor or atmosphere are not

relevant to the awarding of stars,

but comfort and quality of

service are considered. Without

any doubt, the standard of

cuisine is the most important

consideration in the rating

process of awarding Michelin

stars.

10 December 2020

HOSPITIUM

COVER STORY

Alinea Restaurant – Chicago

https://en.wikipedia.org/wiki/Alinea_(restaurant)#/media/File:Alinea_-

_exterior.jpg

Eleven Madison Park – New York

http://www.followmefoodie.com/2014/03/new-york-an-interview-with-daniel-

humm-dining-at-eleven-madison-park/

The Restaurant at Meadowood –

California

https://www.forbestravelguide.com/restaurants/napa-california/the-restaurant-

at-meadowood

Cheval Blanc – Switzerland

https://www.threestarepicure.com/blog/2016/5/22/le-cheval-blanc-

Canon – Sacramento

https://www.bringingithome.com/wheretoeat-

1/2019/2/18/canon-east-in-sacramento-california

Trailblazer Tavern – San

Francisco

https://sf.eater.com/2018/12/3/18124444/trailblazer-tavern-hawaiian-michael-mina-salesforce-san-francisco-open-photos-

menu

La Calenda – Washington

https://www.sfchronicle.com/food/article/From-Tanya-Holland-

to-Thomas-Keller-The-Bay-13727280.php

SingleThread Farms Restaurant

& Inn, Healdsburg

https://www.sonomacounty.com/articles/michelin-stars-

sonoma-county

Azurmendi Restaurant – Spain

https://www.theworlds50best.com/the-list/11-

20/Azurmendi.html

Per Se Restaurant – New York

https://purentonline.com/blog/home/one-of-the-best-

restaurants-in-new-york-city-per-se/

Robuchon Au Dome Restaurant

– Macau

https://www.forbestravelguide.com/restaurants/macau-

china/robuchon-au-dome

The Fat Duck Restaurant – UK

https://www.telegraph.co.uk/food-and-drink/restaurants/the-fat-duck-tell-me-heston---can-any-meal-really-be-worth-255/

COVER STORY

HOSPITIUM 11 December 2020

Michelin Stared Restaurants around the world

https://trulyexperiences.com/blog/decorated-michelin-star-chefs-still-business/ https://www.telegraph.co.uk/travel/maps-and-graphics/map-michelin-star-restaurants-countries-with-the-most/ https://www.finedininglovers.com/article/what-are-michelin-stars https://traveltriangle.com/blog/michelin-rated-restaurants-around-the-world/ https://www.posist.com/restaurant-times/features/michelin-star-in-india.html


‘Caviar’ is a delicacy commonly

consumed as garnish or spread. It

has become synonymous with an

extravagant and elite dining

experience. This could probably

be attributed to the cost factor of

the product. Traditionally, the

term caviar refers only to roe

from wild sturgeon found in the

Caspian Sea and the Black Sea.

The word 'caviar' is derived from

the Greek word for egg 'avyron'

or from the Persian word 'havia'

which translates as 'fish roe'.

Persians are known to be the first

to consume sturgeon eggs from

the Caspian Sea. The seafaring

populations of antiquity had

good knowledge of the white

sturgeon, but the 'caviar'

obtained from their eggs did not

make a culinary appearance until

the 9th century.

The Tsars of Russia are also

known to serve it at their lavish

imperial banquets. European

countries gradually began to

show interest in caviar as a

delicacy much later, however it

was always reserved for the

social elite.

The over-the-top expense

connected to ‘caviar’ led to the

appearance of roe from other

IMMUNITY BOOSTING

ARTIFICIAL CAVIAR Amrita A Prabhu Assistant Professor FHMCT RUAS

Research Credit: Chef. Nagarekha Palli, Assistant Professor, FHMCT RUAS Nithish Kumar Pasupuleti, Jensen James, Neha B R and Ajith Gowda of BHM Batch 2017, FHMCT RUAS

12 December 2020

HOSPITIUM

Immunity boosting artificial caviar

is made from edible plant extracts

with natural colour and flavoring

agents and without the use of

chemical agents.

The ingredients selected in the preparation of Immunity boosting artificial caviar are 1. Extract of cissus

qudrangularius commonly known as ‘nalleri’ in telugu or ‘vajravalli’ in kannada. It is an amendment creeper rich in vitamin A, C, E and iron. It is a strong antioxidant.

2. Kokum fruit extract which has good antioxidant properties and helps in immunity boosting.

3. Extract of the Bijora fruit, a member of the citrus family and hence very rich in vitamin C with immune boosting properties.

4. Selected Indian spices with medicinal properties are used as flavorings agents.

The extracts of these fruits were combined through trial and error to arrive at a final proportion aimed to achieve acceptability in its taste.

Cissus Qudrangularius

It was then subjected to the

spherification process with the

use of a natural stabilizing agent

to ensure that the desired shape

and structure was achieved. The

resulting caviar was found to

have several defining properties.

Apart from the satisfying

appearance, it was found to have

rich nutritional content with high

immunity boosting properties

when consumed regularly over a

period of a few months.

In the current world scenario,

there is a primary necessity to

improve our overall immunity.

The COVID-19 pandemic has

taught us all the need to

maintain good immunity levels

through regular consumption of

appropriate immune boosters.

In addition to the natural

ingredients which allow us to

fulfill this requirement, immunity

boosting artificial caviar presents

itself as a pleasant and unique

culinary medium to achieve this

goal.

Final Blend used to make Caviar

fish such as salmon, herring etc.

being served in its place at an

affordable price. This is referred

to as artificial caviar. For several

years now, the production and

service of artificial caviar has

flourished, particularly in

countries such as Spain, Russia

and Japan.

The possibilities of artificial

caviar production multiplied

exponentially with the discovery

of spherification as a part of

molecular gastronomy. A

culinary process designed to

provide shape to liquids with the

help of chemicals in order to

make it resemble sturgeon roe.

This process made it possible for

any liquid irrespective of its

source to be presented as

colourful and attractive edible

pearls, leading to a multifold

increase in the options of food

plating and presentation.

Once the process was learnt and

perfected, artificial caviar

became a regular component of

molecular gastronomy themed

restaurant menus.

The challenge now is in creating

artificial caviar without the use of

chemicals, at the same time

using liquids which naturally

have a good nutritive content

and also possess promotable

health benefits.

13

December 2020

FOOD AS AN IMMUNITY BOOSTER

HOSPITIUM

Malt the Humble Super Food

and

Chef. Nagarekha Palli, Assistant Professor, FHMCT RUAS

Chef. Neena Joshi Associate Dean and Academic Head, FHMCT RUAS

riboflavin, thiamine and pyridoxine. B vitamins are vital for converting the carbohydrates, fat and protein present in food into energy. The sweet nutty flavour of malt makes it a suitable ingredient for a wide range of food products Malt is truly versatile and is found in different products, including vinegar, beer, cereals and more. And although it's been traditionally used as a sweetener and flavour-enhancer, some research has found that swapping the sugar for malt extract could enhance the nutritive value of any diet and has several health benefits, including improvements in mood, heart health and digestion.

https://www.researchgate.net/publication/292142869_Fate_of_Fusarium_Toxins_during_the_Malting_Pro

Steeping Steeping is where the grains are soaked in water to increase the moisture content in the grains. The method of germination starts here and the roots start to emerge from the seed. This normally takes about two days Germination Germination is when the grains

start growing under a measured environment. The grains are spread out in a large area to naturally germinate. The grains are raked periodically, once every few hours to air the grains and to prevent overheating the grain. Germination allows the assembly of the enzymes required to naturally break down the starch kernels into sugars. Kilning The final step is drying and kilning the germinated grains. This is done after the grains have fully modified in the germination process. The grains are put in a large kiln and dried completely, preventing excessive growth of the germinated grains. After drying completely, they are heated to permit the development of colour and flavours. Processing at for different amounts of time at different temperatures create many types of malts! Roasting When a malted grain is roasted, it undergoes a sequence of chemical changes called ‘the Maillard Reaction’. This is a non-enzymatic reaction which is the cause for browning of bread crust, sizzling crust of meat and unique flavour of toasted marshmallows. The melanoidins produced during the Maillard Reaction add dark colours and toasty flavours to a wide range of food products. Grain moisture, roasting temperature, and roasting time are the three factors that influence the colours and flavours produced by

‘Barley malt has a really deep, rich taste. A lot of manufacturers have switched over to corn syrup over the years because it is economical, and it doesn't have the flavour of malt’ Quote by Nell Newman Awareness and use of malt can be traced back to ancient Egyptian civilisation, yet it has largely become a “forgotten ingredient” and the real worth of this humble super food has been underestimated. The 21st century is identified by the quest of healthy and nutritious super foods. From soya to coconut, berries and nuts the list is endless. Hidden among all these nutrient rich treasures offered by nature lies the humble malt. It is a sort of cereal grain, like barley, that has undergone the malting process. The cereal grain is allowed to sprout and germinate after being soaked in water but further germination is prevented by hot air drying. During this process certain enzymes that produce shorter chains of sugars are developed. Other enzymes produced during this process help break the proteins within the grain into smaller amino acids that may be employed by the yeast. People with the need for energy boosting nutrients regularly could consume malt for its beneficial properties. Malt is potentially a rich source of starch, essential amino acids, enzymes, minerals and mainly B vitamins, including folate, niacin,

15

00 December 2020

PROMOTION OF LOCAL FOODS

HOSPITIUM

Health Benefits of Malt Rich in B Vitamins Malt is a nutrient dense food with a rich source of B vitamins, and malt extract increases the B-vitamin content of the beverages it’s used in — including folate, niacin, riboflavin, thiamine, and vitamin B6 which helps the human body in digesting the carbs, protein, and fat in food for producing energy. The other benefits of vitamin B is regulating appetite, promoting good vision and keeping skin healthy. Rich in essential Amino Acids Malt extract is a rich source of essential amino acids, which is required by the body to build proteins and synthesise hormones. While malt extract beverages cannot be considered a major source of protein, they do provide a significant amount of these vital nutrients, enhancing overall intake of essential amino acids. Good for the Bones Malt boosts the intake of calcium which is important for bone health.

Malt drinks, in addition to calcium also contain phosphorus and magnesium, which are also important minerals that help keep bones healthy and strong. The primary structure of bones is made up of these three minerals while magnesium also regulates the hormones responsible for mineral metabolism. Factors to be considered Malt extract beverages acts as

great supplement but cannot be

used as a primary source of

health promoting nutrients. It is

suggested that they should be

consumed as a supplement to

the regular healthy diet to

ensure that the body gets the

much-needed nutrients from

diverse sources.

Many commercial malt extract

drinks marketed and sold as

‘being a great source of

nutrients’ may contain a high

sugar content and low in protein

building nutrients.

Cookies

roasting.

Dry Roasting vs Wet Roasting Dry roasting produces drier, sharper, toastier flavours with reduced core sweetness. In wet roasting, the moisture content of the grains being roasted influences the browning process by enhancing the Maillard Reaction and produces richer, maltier, sweeter caramel-like flavours. Roasting Temperature and Time Varying times and temperatures

are used to roast malts to get

different results. The

temperatures for roasting malt

grains range from 93°C to 204°C.

The colour of the grain is subject

to the temperature and time, an

extended roasting time produces

darker roasted malts, especially

at higher temperatures. The size

of the grain is also a factor

because smaller grains will take

lesser time to roast than larger

grains, and dry grains will take

lesser time than wet grains

Bagels

16

December 2020


HOSPITIUM

improving digestion due to the optimising of good bacteria and minimising of bad bacteria Promotes Heart Health: Malt extract is a healthy mix which is good for the heart. It contains nutrients like fibre, potassium, folate, and vitamin B6, which have cholesterol lowering properties and helps in significantly decreasing the risk of cardiac disease. Culinary Uses of Malt Extracts From the above stages of malt manufacture we know that malt refers to grains that have undergone the process of sprouting, drying and grinding that gives a slightly sweet powder referred to as malt or sweet meal. It tastes sweet because maltodextrine, a type of sugar is developed in addition to the already existing sucrose and fructose, making it sweet to taste. The result is a sweet, protein-rich, fermenting product, which can be used in to name a few, baking,

candy making, distilling liquor, enriching bread flour, brewing vinegar, and supplementing milk beverages. Malt is available in two forms, Diastatic malt, which contains active enzymes from the sprouting grain and, which does not contain the active enzymes. Diastatic malt is used to break down the starch in fermented bread dough, converts it to maltose sugar for the yeast to feed on and enabling the dough to rise, especially in breads that need a longer time for preparation and fermentation to happen, such as sourdough. This malt gives an improved flavor, a finer crumb, more nutrition, a tasty bread, and a golden-brown crust appearance. On the other hand, the non-diastatic malt is preferred as a sweetening agent and gives baked products and cereals a shinier look, more flavor, and a softer more uniform crumb. Halva

Reasons to Include Malt in the Diet Athletic Recovery: Athletes rely on malt-based drinks to replenish and recover from physical activity induced trauma and muscle strain Boosts Happiness: Malt extract contains Hordenine, which is believed to activate the brain’s reward centre (dopamine D2 receptor), initiating the “feel-good” effect on humans Sweetener of Substance: Malt is often used as a sweetener of beverages and other food products, malt extract is a useful ingredient that acts as a good source of antioxidants, essential amino acids, minerals and vitamins and is not an empty sugar. Supports Digestive Health: Malt is a rich source of soluble fiber, and enhances overall health, prevents illness, and promotes essential nutrient absorption by Gruel

Photo Credit: https://redlandrambles.com/2011/07/11/mcis-organic-culinary-garden-opens/


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00 December 2020

HOSPITIUM

https://redlandrambles.com/2011/07/11/mcis-organic-culinary-garden-opens/

An Easy Recipe for You Wheat Malt Laddu Ingredients: Malt powder 50g Ghee 25g Sugar, powdered 25g Cashew nuts 3-4no Raisins 3-4no Milk 2tbsp Method:

1. Clean raisins and cashew nuts and chop it

2. Heat ghee in a cooking pan and add the cashews and raisins

3. Once the nuts are lightly browned, add malt powder and remove from heat

4. Mix in powdered sugar and milk quickly

5. Divide into five to six portions and shape them while it is hot

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00 December 2020

HOSPITIUM


https://depositphotos.com/183318960/stock-photo-homemade-farm-malt-bread-malt.html

Bread Granola

https://www.justapinch.com/recipes/snack/other-snack/chocolate-malted-granola-bars.html


Significance and

Promotion of Local Foods,

Through Progressive

Indian Recipe Development Harshitha B, Abhishek Gowda, Aditya Vignesh and Arjun G H

BHM Batch 2017, FHMCT RUAS

But no one wonders how long it has existed or who started it. While these dishes may never be forgotten, humble curries and other simpler dishes that were born in small households many years ago have been long forgotten, the simplest reason being that the recipe wasn't passed down through generations. Another factor that has made the survival of local dishes difficult is the evolution in the preferences of individuals. Many of us now prefer eating fast food or something that isn't Indian. There may come a day when children think that burgers and pizzas are native to India. Speaking again of our budding chefs making an effort to save local delicacies from extinction but in the process damaging the

originality, the best way to ensure that their efforts don't go in vain is introducing these local dishes as they are meant to be. This would help in the promotion of these local foods without loss of originality and without fear of their extinction. Progressive Indian cuisine or Modern Indian cuisine is an effort towards keeping our culture alive through dishes that are made while incorporating the various methods and elements used in other cuisines. Chef Gaggan Anand is a very prominent name that comes to mind when this cuisine is spoken about. While giving complete credit to his achievements in this area of expertise, there seems to still be a lot that is left unexplored.

Now a days, everywhere you see a new budding chef in modern cuisine who creates and promotes a signature dish. Usually, this is a humble dish from a simple household that has been turned into something one would find only in a fine dining restaurant. Sadly, these efforts don't help as much in promoting local foods as expected, probable due to the fact that while recreating the original dish, somewhere its authenticity is lost. Local foods are those that have been a part of the local culture for many generations. Some remain forever while others are lost in time. The best examples for local foods that are still consumed regularly are the famous street foods. Everyone loves a warm Masala Puri or a mouth-watering Pani puri.

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December 2020

HOSPITIUM


Paneer with Heirloom Green Tomato sauce Elephant Foot Yam Chaat

with Yoghurt foam

Ceviche with Coorg orange and gun powder spice

where a variety of dishes are prepared based completely on this one ingredient. Why shouldn’t this be included or highlighted in hotels? It is ideal to introduce this staple to travellers visiting Karnataka from other states or countries. Solkadhi is a beautiful digestive drink or curry made from Kokam and Coconut. This could be the next best thing to Buttermilk or Majjige as Kannadigas call it. There is so much that we Indians are

unaware of about the cuisine and culture of our neighbouring states and there is so much that one can learn and teach. Progressive Indian cuisine is a great way to ensure that all these beautiful local delicacies survive and appear repeatedly in our cooking. This may help the generations to come in identifying with the roots of our rich culinary culture.

Delicacies such as Palak Paneer, Butter Chicken, Rasam, Biriyani, Idly, Parotta and Buttermilk are well known to every Indian irrespective of region. But would the North Indians know what ‘Avarekaalu’ is? Would the South Indians know what Solkadhi is? Avarekaalu being a staple of Karnataka is not seen in majority of the fine dining hotels, even though we have an entire food festival dedicated to Avarekaalu

HOSPITIUM 21

December 2020


Lamb Taco with kalpasi spice served with Jowar Tortilla and Charred Ginger Salsa

Cranberry Rasagulla with Saffron whipped cream and Rabri

overlooking a romantic view across the lake, on a private balcony of the guest room served by a personal butler or a candle lit pool side table with the stars above. It seems present day guests aren't interested in only enjoying a delicious meal. The demand for an unusual dining experience is driving the restaurant

management to create unique dining experience concepts which

are not commonly found in restaurants. ‘Unique Dining Experience’ is being pampered by personalized service of well-trained staff with a choice of lavish and unique set menus. This service is not about just serving food, instead it aims at creating lasting memories and a never before feel with the motto

When it comes to dining experiences, several innovative ideas have emerged and have been implemented around the world. A culinary experience from the guests’ point of view, isn’t limited to traditional restaurant settings on special occasions. As a guest, one can chose among dining under ‘a starry night’s sky’ painted dome, on a terrace


Unique Dining Experience -

En route to “Wow” Factor Raghavendra T Assistant Professor FHMCT RUAS

https://maldives-magazine.com/dining/10-romantic-dining-experiences.htm

sands, deserted pearl strung islands and charms naturally catapults the guest into a magnificent dining experience. These resorts embrace the beauty of the nature in the dining experience by setting up the dining tables in the heart of the islands witnessing breath-taking panoramic views of the Ocean. Spectacular views integrated with a delicious meal crafted by a personal chef and served by the personal butler are the signature ingredients for the success of the unique dining experience. This dining style is perfect for honeymoon couples, guests celebrating a special occasion, or for surprising a loved one where dining and romance go hand in hand and the love is well and truly shared by creating an experience to remember. Unique dining options are usually offered to in-house guests and currently most of the properties in India are offering it to non-resident guests as well with the intention of increasing the

revenue of the food and beverage service department. Advance bookings are however, a necessity since services can be planned and implemented only based on availability. What sets these dining experience apart from the usual five-star service is detailing and distinctiveness to suit the guest's taste and the hotel management is willing to go to any length to make these services exclusive. Some of the best destinations for unique dining experience in India are:

• Taj Falaknuma Palace, Hyderabad

• Taj Lake Palace, Udaipur

• Taj Umaid Bhawan Palace, Jodhpur

• Oberoi Udaivilas, Udaipur

• Oberoi Amarvilas, Agra

• Oberoi Vanyavilas, Ranthambhore

• JW Marriott Mussoorie

• Aman-I-Khas, Ranthambhore

of no longer “What We Offer but What Do You Want to Experience". Most of the luxury resorts and palace hotels offer these services to newly-wed couples where, the entire dining experience is completely private and tailor – made with exceptional ambience, exclusively crafted menus designed by the chef, meals prepared with handpicked exotic ingredients paired with premium wine labels and customized gifts as a take away. The unique dining experience is all about getting something that isn't readily available to all. That's what makes it special. Guests with higher disposable incomes have been exposed to a variety of luxurious experiences and they want more than just good food and service. Listening actively to these guests allows hotels to refresh and update their services and experiences. The unique dining experience will aid these guests to take special dining to next level through a series of courses, where each entails a series of surprises. The unique dining experience is often recommended at tented resorts located in National parks where private bush dinner can be arranged in a secluded spot in the wilderness, with a personal chef and regional musicians offering a customized menu and entertainment beneath the stars. Luxury resorts in the Maldives with the world-famed powdery sands,

‘WOW’ FACTOR IN HOSPITALITY SERVICES

https://evibe.in/blog/2017/12/22/unique-candlelight-dinner-experiences-loving-couple-hyderabad/


Atithi in the Indian context, is someone or anyone for that matter, who arrives without prior notice. Where “Atithi” literally means “without a date and time”, “Tithi” is meaning with a date and time. It is the host’s responsibility and selfless duty, according to the Indian culture and tradition, to take good care of the “Atithi”. After all, each one of us would have been an “Atithi” at least once in our lives, if not more.

Hence, we are entitled to give and receive hospitality. Since early childhood, we’ve been taught that when guests come home, they ought to be treated with utmost sincerity, loyalty, respect and love ensuring that their time with us is memorable. In fact, I personally get so excited when I get to know that we’re going to have guests dine with us and even more so if we’ll be spending a night together.

Originating from Sanskrit, the dictionary definition of the word “Atithi” is “a person entitled to hospitality”. I quite feel that the word “Atithi” is rooted in the Indian culture and is binding India, or perhaps even the world as one. There is much empathy and trust in hospitality. Perhaps, “Atithi” is opposite to its English meaning of “Guest”. Since a guest is merely an invitee, i.e., one expects and prepares oneself for their arrival; whereas

Atithi Devo Bhava: A Reality Check The Cooking Bard John Zacharian, BHM Batch 2020, FHMCT, RUAS

“Strangers are Friends you haven’t met yet.”

Photo Credit: JOAT@ Shutterstock


kindness. The prominence of “Atithi Devo Bhava” can very much be felt in the Middle East; considering the fact that the Arabs have been known for their iconic hospitality. Last but not the least, let’s not restrict the love and kindness to only the “Atithi”, but also embalm it to our fellow human beings irrespective of our conflicting ideologies and identities.

LOVE OVER FEAR

And that dear reader, is one of the many wide ways the tagline of “Atithi Devo Bhava” has been adding to the “wow” factor in the hospitality industry. However, whether you and I agree or not, the original philosophy of “Atithi Devo Bhava” is more seen in the Rural society than in the Urban one. Given the disturbing reality where at times, guests haven’t been trustworthy nor the hosts quite welcoming. Thus, at the end of the day, it boils down to basic values of trust, respect and

The whole atmosphere at home changes when we have an Atithi with us. “Atithi Devo Bhava” is ingrained in the Indian culture, in us. If “Atithi Devo Bhava” could be translated into a gesture, it sure is the one in the picture. Known as the symbol of “Namaste”, it is a gesture in which an individual with palms facing each other towards one’s face and in front of one’s chest, greets another individual. Usually there is a slight bow too. According to me, it conveys a message of humility and humbleness, even though it is also being used in a sycophantic way. Above all, it is the pleasant smile that bolsters the gesture as a whole. Though the gesture originated in South Asia, its wave has hit the shores of both the West and the East. By the way, this doesn’t mean in any way that the guest must be welcomed only with this gesture. All in all, its meek, deferential and modest poise, does make it a wholesome symbol for hospitality. The Hospitality Industry, which is the world’s most colossal and developing industry, unceasingly continues to put its guests in awe. We’ve all witnessed the hair-pin shift in the industry during this uncertain COVID 19 pandemic and how creatively they’ve been coping with its restraints; which makes one wonder about its immense potential and value in an advancing “modern society”.

25 December 2020

HOSPITIUM



Hotel Operations &

Customer Strategic

Excellence through

the Data Analytics Hansh Raj

MBA – HM, Batch 2019 FHMCT, RUAS

https://www.absolutdata.com/blog/how-hotels-use-big-data-analytics-to-improve-their-performance/

opportunities to a business. For hotel organizations, analytics is a powerful tool to be used in decision and policy making. There are two types of data analytics: - Descriptive analytics, a traditional form which analyses business history/past trend data to create reports of daily operations. Predictive analytics, a complex form than analyses past trends and offers a probable prediction of the future. For example, a prediction of the upcoming week’s occupancy through analysis of past trends. It provides valuable insights that aid in the construction of the business strategy of the organization. Achieving optimal revenue through data analytics Effective Market Segmentation

• Analysing of past data allows hotels to understand the behaviour and preferences of a customer.

• Data analytics helps hotels to categorize their customer market segments.

• With the help of this segmentation hotels know the right customer to target for sales and marketing.

Pricing Strategies

• Analysing demand trends and booking patterns helps to set dynamic pricing.

• Real-time data helps hotels to create packages and offer them to the right customers.

• Based on real-time data analytics hotels adopt an appropriate pricing strategy.

Booking Channels

• Data analytics looks at the different modes of booking channel and figures the right channel to formulate the right marketing strategy.

Inventory Management

• Effective inventory improves order capacity and decreases loss of revenue.

• Keeps a check on supply real-time data analytics.

Demand Forecasting

• Demand forecasting analysis is very important for dynamic pricing strategies, revenue and inventory management to achieve high accuracy in revenue forecasting.

Data analytics can be used by hotels to provide an excellent customer experience. Awareness of customer behaviour, booking style and need preferences, provides hoteliers with valuable insight for long term planning. As technology advances, data analytics provides new insights to hotels and enables them to implement new and improved revenue strategies to boost their business and enhance customer satisfaction.

Around the globe data analytics for any business is more important today than ever before. In a highly competitive business environment data analytics provides an edge to the business. Analytical power forces organizations to go from reactive to proactive that not only proves advantageous in situations of crisis but also ensures preparedness for future possibilities. With reference to the hotel industry, data analytics refers to techniques which could be used to increase productivity, occupancy rates and yield, incorporating different marketing strategies. With the help of data analytics, hotels can easily categorize customers according to their behaviour and booking trends. For hotels, it is very important to understand customer behaviour, preferences, purchase trends and potential customers expectations to increase brand loyalty. In order to maximize profits, hotels encourage and give preferences to regular customers by offering loyalty benefits. For example, as a strategy to increase revenue, a hotel always targets customers who are likely to spend more on spa and other ancillary services rather than customers who only stay for one night. Data analytics is truly a game changer and provides limitless

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Caryota Urens The Dynamic Toddy

Palm

Barirah A Kasim, Bijesh S, Godwin T Tharakan and Aishwarya R BHM Batch 2017, FHMCT, RUAS

fine, soft and durable fibre which is from leaf base of this plant.

Benefits of Caryota Urens

• It is an antioxidant with anti-

diabetic properties.

• A porridge prepared from the

seed flour is recommended by

physicians for gastric

problems, ulcers, migraine

headaches, rheumatic

swellings and snake-bite

poisoning.

• Tooth ailments can be treated

by the root of the Caryota

Urens.

• The bark and seed are utilized

to treat boils.

• The delicate blossoms are

utilized for advancing hair

development.

Apart from the existing benefits,

an investigation was conducted

on vinegar extracted from Palm

toddy (Caryota Urens) to study

its culinary benefits and

advantages. Palm toddy vinegar

was made using characteristic

aging strategies. The product

was used as an ingredient in

several common dishes to assess

its acceptability. The intention of

this project was to venture into

making 100% natural vinegar out

of Caryota Urens which has

numerous medical properties

and to market this product

locally.

Caryota Urens is commonly known as Jaggary palm. It has several other names such as Fishtail Palm, Toddy Palm, Wine Palm etc. It is a solitary-stemmed, evergreen palm that grows up to 20 metres in height. The straight, unbranched stem, which can be 30cm in diameter, is topped by a rosette of large gracefully curved leaves that can each be up to 6 metres long. It is a fast-growing feather palm that makes a beautiful addition to the landscape. In the fields and rainforest of Sri Lanka, India, Myanmar and Malaysia Caryota Urens are grown. They are the species of flowering plant of the palm family. The trimmed and dried leaves of caryota Urens are used for making fishing rods. Uses of Caryota Urens

• The pulp of the plant and the leaf can be given as food to Elephants.

• In Cambodia, leaves of Caryota Urens are used for basketry as they have strong fibres.

• Sago can be made from the starch content of the trunk.

• The trunks of the trees are also used in construction of buildings.

• The Cambodians cut the stalks to make sugar as the fruit is very sweet and pleasant

• The fruits are later on turned into wine.

• When the plant is young it can be placed indoors as an interior plant.

• Brooms, brushes and ropes are made from very strong,

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December 2020

NEW NORMAL ENTREPRENEURIAL OPPORTUNITIES

HOSPITIUM


In view of the high degree of convenience, having food delivered to one’s doorstep is seemingly becoming more and more popular. Pizza can be considered as one of the most frequently ordered fast foods. However, it is often observed that by the time it is delivered to the customer, it turns soggy due to the condensation of steam within the box it is packed in. This is clearly a quality control issue that could be addressed through

the use of the innovative ‘Steam Absorbent Pizza Boxes’. Steam absorbent pizza boxes are specially designed to absorb the excess moisture present in the box. To perform this function, they come fitted with an oxygen scavenger with an added feature of vents strategically placed to prevent sogginess of the pizza while maintaining its freshness until the time of delivery. The aim of this design is to provide customers with fresh, hot and yet crispy crust pizzas.

Customer satisfaction is the top priority of the food service industry. Food industries aim and focus on achieving this goal by providing customer service of high standards and ensuring that the quality of food being served is maintained. When we analyse the goal of providing food service of high standards, it is safe to conclude that food packaging plays an important role. In addition, the importance of the packaging material is not to be overlooked. The quality of the food served depends largely on the type of packaging and the packaging material. With the existence of strict food packaging laws, today packaging material carries its own importance in the market and is expected to retain the goodness of the product while maintaining the freshness and quality.

Steam Absorbent Pizza Box

30 HOSPITIUM December 2020

Nitish Shetty, Sowparnika, Uday and Nishanth BHM Batch 2017, FHMCT, RUAS

Pizza box with the absorbent on top


The quick response to the current scenario is responsibly kicking off short haul (road) travel to local natural places. To be precise "Responsible Travel to Natural Places” in other words is nothing but "Ecotourism". The natural places/attractions are the open scenic spots which are considered to be indigenous and less contaminated. This word “Ecotourism” is like a jargon in the travel and tourism industry. During the past decade it has emerged as a tag to label destinations displaying concern for the protection of natural panoramic areas, its flora- wildlife habitat, local population and their well-being.

As defined by various professional bodies, it is ‘a responsible travel to natural areas that conserves the environment and improves the well-being of the local people'. Due to the pandemic, many of us have become paranoid about traveling and think “is it safe to travel?” Some experts have advocated that the local travel is safe and assured, if the following tips are practiced: Advisories for safe travel:

• Road trips in small groups of family/ friends to nearby natural attractions are the best options of safe travel and are a quick stress buster.

The COVID-19 mayhem has englobed the world since December 2019 and yet it has been painfully embraced by each one of us. Business and society at large are shut and eager to operate as earlier. The first industry hit by any form of crises be it pandemic, economic, natural disasters, etc. is Travel and Tourism and is usually the last to bounce back. At present, the question to which we are frantically looking for an answer is; can we trigger safe local travel for the revival of hospitality industry? Certainly, it can be activated with the right implementation of a strategic sustainable tourism product.

Would Ecotourism Succour the Revival of the Travel and Tourism industry hit by COVID-19? Dr Sweety Jamgade

Assistant Professor, FHMCT, RUAS

31 December 2020

HOSPITIUM

Hence it is important to be a responsible as tourists and maintain the beauty of the location as it is. One must avoid littering, rather enjoy the time spent in nature and carry back sweet memories. Here are some quick getaway natural places in Bangalore: Turahalli forest, Tree Park - is the upcoming nature's mirror, which is being developed by the Karnataka Forest Department. It is located in off Kanakapura Road, approximately 20 km from the Bangalore city centre. What to see and do at Turahalli Tree Park? Varieties of birds, forms of

granulite rocks of Archean Era (4- 2.5 billion years), varieties of flora, Shani temple etc. The insect hotel is a unique concept and a point of tourist attraction. The top point provides a breathtaking view of the city and the forest. One could also get involved in eco-trail, rock climbing and cycling. Dodda Alada Mara: A 'gigantic' banyan tree about 400 years old, located in Kethohalli in urban Bangalore, approximately 30 km from the Bangalore city centre. It is one of nature's incredible creations that is well maintained by staff and authorities. A fantastic place for a family outing, one can spot monkeys and enjoy the shade of the grand tree. The other natural places are Coorg, Mysore, Gokarana, coastal areas like Mangalore and many more in Karnataka and in India.

• Gather all travel information of the destination before travel.

• Strictly follow the health safety guidelines as issued by the local authorities.

• Carry home food or packed food or look for food outlets which are following COVID safety norms.

What should an Eco-tourist do?

• Follow all rules and guidelines at the tourist spot.

• Gather all information about the place.

• Remove and carry back your litter from the spot.

• Respect the natural, cultural and holy places.

• Follow local customs and be friendly with locals.

• In conserved areas stay on the trackway.

• Use local guides’ services.

• Buy products from locals.

• Look for environment friendly tour operators

• If planning to stay over, look for home stays or eco-accommodations.

• Carry reusable water containers.

• Ask for permission before taking local’s pics

Ecotourism is a good option to travel, enjoy the natural beauty and to heal yourselves psychologically. Surely it could contribute to the revival of the travel and tourism industry. For any natural destination to sustain itself, it needs development in terms of ecotourism principles.


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December 2020


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Did You Know ? "A tree generates ₹5.3 lakhs worth of oxygen; forests are the lungs of nature. So, we need forests, forests don't need us".

Insect hotel at Turahalli Tree Park, Bangalore

Dodda Alada Mara

Source credit: Sweety Jamgade. https://allaboutecotourism.blogspot.com/

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December 2020

Deekshitha, Harish, Rishabh and Apoorva BHM Batch 2017, FHMCT, RUAS

UNEXPLORED ECO-

FRIENDLY CAMPING

SITES IN COORG

Location : Cherambane

The camping sites in Coorg use reusable plates and glasses which reduces littering and maintains cleanliness. Camping sites reuse water which ensures that products containing chemicals are kept away from the campsite and provide ample nature friendly soap and other cleaning products. Three meals a day and evening snacks are included in the travel package. They tents have foam mattresses and blankets along with camping chairs and tables for a calming experience of being one with nature. One could opt for a two-share or a four-share tent. The activities offered include fishing, nature walks and board games. Trekking to the waterfalls, soothing tours to the coffee plantations and a bonfire in the evenings can be availed as well. This ensures that the tourists experience a kind of thrill they

never imagined. Travelling safe and staying in a good place is necessary during this COVID-19 time. Camping sites strictly work under all the pandemic guidelines set by the government. Camping helps a person elevate their senses and build up their way of life. Tourists visiting the places are expected to help in maintaining hygiene and must follow all eco-friendly practices. Away from the city life, camping permits one to see the heavenliness in the rich greenery and faint inclines of these spots. The awe-inspiring views of Coorg’s beautiful landscapes extends as far as the eye can see and lingers in your mind as fond memories.

While you may not be able to travel the world in the current situation, it is possible to travel short distances to places near you and enjoy tourism. There are many beautiful places to explore in Karnataka and one of the best places in our opinion is Coorg (Kodagu). Practicing eco-tourism in Coorg is popular as tourists show their love towards nature and follow eco-friendly practices. When we camp, we begin to realize our contribution and responsibility towards nature particularly in protecting and preserving the natural world for our future generations. Camping helps us connect with nature and at the same time disconnect from our everyday lives. The outdoors offers us the freedom to explore, to relax and to recharge.

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December 2020

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Siddapura Guhya




Photo Credit: NOAA@ Shutterstock

Is Dark Tourism Unethical, Controversial?

in India. It is often labelled as a

type of travel connected with

places that have experienced

death, mysterious incidents and

agony.

People who are interested in history and want to explore the unfathomable and miserable untold stories that are buried deep in the past are the frequent visitors to these kinds of places. It is a horrifying and frightening activity but has gained popularity because of its unconventional nature and experience. Let us have a look at some of the popular dark tourism destinations in India 1. Jallianwala Bagh is 6.5 acres garden enclosed within walls. The ancient garden also has a big well in the middle. On the horrific day April 13, 1919 in British India,

General Reginald Dyer, the then

acting brigadier-general of the

British Indian Army, wrote

history by ordering his army to

fire their rifles at unarmed

civilians at Jallianwala Bagh,

Amritsar, without issuing any

warning. The British Army

blocked all the five entrances of

the public garden. The Army

continued to fire until all their

ammunition was almost

exhausted. Around 1000 people

were dead and 1500 injured in

the ghastly incident. Today, one

can see the bullets holes in the

walls with some still having

bullets in them.

https://www.nationalheraldindia.com/india/jallianwala-bagh-massacre

2. ‘Kalapani’ often known as the

‘prison of death’ was built in

1906 by the British Indian

Government with the intention

of isolating and torturing Indian

freedom fighters. The cellular jail

still has all the equipment that

was used to punish the

prisoners. It was often said that

very few who were imprisoned,

made it back alive. Most of the

tourists who visit this prison feel

severe depression seeing the

“Dark tourism has been defined as tourism involving travel to places historically associated with death and tragedy”, according to Foley, Malcolm; J. John Lennon (1996). Dark Tourism is also known as Thana tourism, black tourism, morbid tourism or grief tourism. In the words of Stone (2005) “dark tourism attractions are sites, purpose built or otherwise, which attract paying or non-paying visitors, and which have real or simulated death, pain or suffering as their main theme”. Dark tourist locations are more attractive for their historical value than their associations with death and suffering. (Courtney C. Reed (April 2007), Rami Khalil Isaac; Erdinç Çakmak (2013)) Dark Tourism is one of the most fast-developing forms of tourism

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December 2020

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A Glimpse of Some Popular and Potential Dark Tourism Destinations in India

A compilation by Dr Prasannakumar J P

Professor, FHMCT, RUAS


Picture courtesy: Flickr/Mirza Asad Baig/Creative Commons

4. Kuldhara was a town of 83

villages in the early 13th century.

It is believed that Kuldhara was

abandoned by the early 19th

century. It was once occupied by

Paliwal Brahmins, who fled

overnight because of the shortage

of water or because of

persecution by Jaisalmer's State

minister, Salim Singh.

Today, the Rajasthan government

has developed it as a tourist

attraction which is also known as

the ghost town.

https://en.wikipedia.org/wiki/Kuldhara

5. On the night of December 3rd

1984, India witnessed one of

world's worst industrial disasters

that took place at the Union

Carbide India Limited (UCIL)

pesticide plant in Bhopal, Madhya

Pradesh.

More than 5 lakh people were

exposed to 42 tonnes of highly

toxic methyl isocyanate gas.

Thousands died after complaining

of burning sensation in their lungs.

Government records estimate the

death toll at 3,787. Today, this is

one of the most popular dark

tourism destinations in India.

https://iconicphotos.wordpress.com/2009/12/03/the-bhopal-disaster/

6. A massive earthquake

happened in 2001 and

Bhuj suddenly become famous,

for all the wrong reasons. Lakhs

of people lost their lives, and

thousands were rendered

homeless. Bhuj was located just

20 km from the epicentre. The

devastation it faced cannot be

described in words. The remains

of the disaster tell how the

people of Bhuj stood with the

tough times and how the place

still carries the air of mystery.

https://www.iitk.ac.in/nicee/EQ_Reports/Bhuj/bhuj_introduction1.htm

7. Mumbai city was attacked by

10 heavily armed terrorists on

26th November 2008. The

incident took the lives of 164

innocent people through a series

of 12 coordinated shooting and

made it back alive.

Most of the tourists who visit this

prison feel severe depression

seeing the pictures of these

horrendous incidents

.

https://commons.wikimedia.org/wiki/File:Cellular_jail_aka_Kalapani_Cell.jpg

3. ‘Roopkund’ is situated at a

height of around 5,000 meters

above sea level, this lake is

popularly known as the 'lake of

skulls'.

Almost 200 human skeletons are

found in and around the lake. It is

concluded that the skeletal

remains belonged to people from

the ninth century who must have

been hurt by something and

died, probably a glacial storm.

Most of the time the lake

remains frozen, but when the

lake melts, remains of flesh, hair

and skeleton can be seen.

https://commons.wikimedia.org/wiki/File:Roopkund,Trishul,Himalayas.jpg

abandoned by the early 19th

century. It was once occupied by

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December 2020

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Today, it is the Eternal Gandhi

Multimedia Museum visited by

many to see the reminiscences of

articles that are associated with

Gandhi’s life and death. Tourists

visit the room where Gandhi used

to live and the place where he was

shot on his way for prayers.

The Martyr's Column is erected at

this spot.

9. Wagah is situated 600 metres

(2,000 ft.) west of the border and

lies on the historic Grand Trunk

Road between Lahore in

Pakistan and Amritsar in India.

The border is located 24

kilometres from Lahore and 32

kilometres from Amritsar. It is also

3 kilometres from the bordering

village of Attari. At the time of the

independence in 1947, migrants

from India entered Pakistan

through this border crossing. India

and Pakistan were

instantaneously more or less at

war with each other during this

period, which has become known

as Partition. It was a massive

movement of people

accompanied with much agony,

violence, deprivation and deaths.

https://en.wikipedia.org/wiki/Wagah-Attari_border_ceremony

The Wagah – Attari border ceremony happens at the border gate, two hours before sunset each day. (Jacobs, Frank (2012). The flag ceremony is conducted by the Pakistan Rangers and Indian Border Security Force (BSF). A marching ceremony, known as the "Silly Walk ceremony", is conducted each evening along with the flag ceremony. This tradition was started in 1986 as an agreement of peace, although there was no conflict at that time. 10. A lonely church in South Goa

is famous because of the

mysterious incidents that

happened there. This church is

located on the Cuelim Hill in

Cansaulim, Goa and is known as

the “Three Kings Church”.

According to legend, three

‘power hungry’ kings fought over

control of the area and ended up

killing each other. The locals then

buried the bodies of all three

kings in the church premises

which came to be came to known

as the “Three Kings Church” in

Goa. It is believed that the souls

of these three kings still haunt

the church.

https://www.nativeplanet.com/travel-guide/three-kings-church-in-goa-

haunted-002502.html- Photo Courtesy: Navin Sigamany

incident took the lives of 164

innocent people through a series

of 12 coordinated shooting and

bombing attacks which

terrorised Mumbai over a period

of four days. Tourists visit this

site just to see and hear the

traumatic experiences

highlighting the helplessness of

people under attack. The other

places that came in the line of

attack on that dreadful day the

terrorists included India Leopold

Café, Chhatrapti Shivaji Maharaj

Terminus, Hotel Oberoi Trident,

Cama Hospital Nariman House,

etc.

https://mediaindia.eu/wp-content/uploads/2018/01/mumbai-attack-oct26-

1_647_101515041216.jpg

8. Gandhi Smriti is the spot

where the father of our nation

Mahatma Gandhi was

assassinated. This is the home of

Indian business tycoons, the Birla

family where he spent the last

144 days of his life.

https://en.wikipedia.org/wiki/Gandhi_Smriti

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quite controversial. If the tourists treat dark tourist spots with respect, it can turn the table. People visiting such places should refrain from taking selfies, dress appropriately, and conduct themselves in a quiet manner. Visitors to such places should follow the restrictions put forth by the authorities. Very rarely people select a dark tourist destination for a visit, unless they are particular about learning about the specific history or heritage of the place and attach some philosophical connect to it. Majority of the tourists land in a dark tourist destination by chance. It may be a stumbling chance to a normal tourism. While visiting a tourist destination for leisure or other purposes, they happen to visit such dark tourist spots nearby. For example, people do not visit Amritsar to see Jallianwala Bagh exclusively, they visit the Golden Temple and a few tourists who are interested in having a glimpse of the historical place may visit Jallianwala Bagh. People visit such places if it does not upset or challenge their

minds. Also, most of the state governments do not promote dark tourism per se, due to fear of bad publicity or to avoid digging into the nastier side of the history connected to the spot. The conventional tourism industry usually does not overtly endorse dark tourism. The independent travellers make their own choices regarding dark tourism. It would be a great idea for every State Tourism Department of India to identify such dark tourist spots, if not already identified and give them adequate significance. In this context, it would a great thing if India takes advantage of its historical incidents without hurting the feelings of the local population. The government should consider the world tourism strategies and develop such tourism destinations by avoiding controversies. So that a comprehensive tourism package can be framed and benefits can be reaped. Hence, the Dark Tourism can be converted from a ‘Chance Tourism’ to a ‘Choice Tourism’.

Is Dark Tourism Unethical, Controversial? In the words of Tong Lam (2013) “I think ruin tourism or dark tourism hasabecome popular because it helps to negotiate our growing anxieties over the existential threats that we are” Dark tourism may be a Good thing, if it is considered as "educational travel" or as part of “heritage tourism”. There are opinions where dark tourism can be considered ethical if the visit to such places is to help and do substantial development of the affected area due to the disaster or untoward incident. There are a few people who believe that dark tourism is voyeuristic and inappropriate. At the same time there is an opinion that dark tourism is a way to learn from the past and reflect on tragedy. Visiting such location of a natural or man-made disaster can perhaps give context to the horror and magnitude of an atrocity, allowing us to honor the victims involved. Therefore, it is

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Foley, Malcolm; J. John Lennon (1996). "JFK and dark tourism: A fascination with assassination". International Journal of Heritage Studies. 2 (4): 198–211. Stone, P. (2005) Consuming Dark tourism: A call for research. Review of tourism research, 3, 5, pp. 109-117. Courtney C. Reed (April 2007). "Shedding Light on Dark Tourism". gonomad.com. Rami Khalil Isaac; Erdinç Çakmak (2013). "Understanding visitor's motivation at sites of death and disaster: the case of former transit camp Westerbork, the Netherlands". Current Issues in Tourism. 17 (2) https://www.indiatvnews.com/lifestyle/travel-gruesome-indian-destinations-that-will-give-you-nightmares-in-your-sleep-549161 https://timesofindia.indiatimes.com/travel/destinations/dark-tourism-in-indiawalking-through-the-alleys-of-indias-dark-past/as66107504.cms https://www.thetajtours.com/10-best-destinations-for-dark-tourism-in-india/ https://www.savoirflair.com/culture/474044/dark-tourism-explained Jacobs, Frank (3 July 2012). "Peacocks at Sunset". The New York Times. Tong Lam (2013)- Abandoned Futures: A Journey Through the Posthuman World


Gen Z (students and new industry workers) may have heard of such ‘prehistoric times – the non-internet age’ from their parents but may find it difficult to comprehend; for nowadays any thirst for knowledge is easily quenched online. A distant relative worked at

Oberoi Hotels, Bombay and I

requested to be connected with

him. I met him for the first time

and went to his home to

understand something about an

industry I knew practically nothing

about. He was most helpful and

supplied me with magazines,

newsletters, and brochures, etc.,

apart from tutelage on the

Oberoi way.

IHM Bombay had a professor who was a family friend and I connected with her, to understand what the hotel industry was about. She was very kind to allow me to use the institution’s library to study books on the industry. Lillicrap’s Food & Beverage Service – a reference used even today, was one such book. I poured over all this reading with keen interest, making notes along the way. All this preparation began a year earlier in my second year of graduation. I used this time to also prepare for GMAT and GRE as I was told this would be useful in the OSHM selection process. I simultaneously worked hard to develop my General Knowledge using library time effectively.

Circa 1988, I was chosen for the Management Trainee Program of the fabled Oberoi Centre for Learning & Development aka OCLD, then known as Oberoi School of Hotel Management (OSHM). Interestingly, the path to this successful selection involved a lot of drive, humility, diligence, and industriousness. I had always aspired to join the hotel industry. In the 1980s, there were very few people who wished to truck with this industry, unlike now. I learnt of the OSHM during this time and updated myself on the industry and Oberoi Hotels with the help of available print magazines.

Mr. Ramiah Daniels

Director of Hospitality Paradigm - a hospitality consulting company and is an alumnus of the Oberoi Centre for Learning & Development with over two decades of operational expertise in the hospitality industry, including significant tenures with Oberoi Hotels, Leela Palaces & Resorts and Lalit Hotels. An Economics major, Ramiah has attended professional development programs with Cornell University and IIM-A. His nurturing and creative management approach has won him much loyalty and respect from teams he has led in the past and this has further fuelled his desire to mentor outstanding hoteliers with professionalism, passion & integrity for their jobs.

A Successful Failure

40

December 2020

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INDUSTRY SPEAKS

I joined a two-year course in Hotel

Administration and Food

Technology at Sophia Polytechnic,

Bombay and during this time did

my industrial training at Oberoi

Towers, Nariman Point, and then

at Sea Rock Bandra.

One year later, when the OSHM

selection began, I requested my

college to allow me to attend the

1st stage of selection… the rest is

history and I sailed through all the

5 stages successfully and in Delhi

was quite startled when at the

final interview, Biki Oberoi told me

I had put on some weight since my

previous attempt a year ago!

And, that is how I joined the OSHM/OCLD batch of 1988-90. Interestingly, I was the only Bombayite selected for my batch. The learnings one may glean from my experience are: Failures happen… They must encourage and exhort you to do better. Look at ways to convert failures into success. Many of us may achieve success without going through the failure stage and this is dangerous as it does not prepare us for the real world. Popular belief says that ‘failure is bad.’ You need to redefine this for your situation. Analyse failure. Do not simply disregard it, as it could happen again in a different form unless you are able to fathom the reason for it.

Hard work, hard work, hard work. There is no better formula for success. Focus on what you want to achieve. Keep your focus constant. Do not say ‘I will try this and if it works - well and good, else I will do something else.’ Without passion for what you want to achieve, you are like an empty vessel. Aspire for something by design and not by default. Succeed on your own… that is when you will have a sense of pride of your own achievements. Too often nowadays, I see family & friends asking for help and assistance in recruitment and jobs. For Gen Z who has passed out this year from their catering schools, it is indeed a trying time. Many of you are waiting for the appointment letters you were promised during hotel selections done pre Covid-19, and many are still sitting out waiting for employment. This is not your personal failure… it is the environment that has played a trick on you. Instead of rueing your luck, look at how you may use this time to upskill yourself or possibly join an organisation, even as a trainee instead of an employee - for the experience. “Create your future instead of waiting for the future to create you.”

Come D-Day, I was all fired up and floated through my college selection (I was the only one selected from at least 100 students). The next stage was at The Hotel Oberoi Towers where I got through the group discussion, the written test, and then the pre-final interview. Having got through four stages, 3 months later I was called for my final interview with PRS (Biki) Oberoi and the board in Delhi, at The Oberoi New Delhi. Of all the hundred-odd selectees called in for the final interview, I found myself shortlisted in the final 18. Imagine my dismay, when this final 18 were assembled at the end of the interview selection process and told that 15 of them had made the grade. I was among the rejected 3 candidates, who after seemingly getting through the 5th and final stage of selection, had to now fly back home downcast and woebegone, and take fresh stock of my life.

I analysed the reason for my rejection and figured that the uncertainty amongst the interview panel, of my passion and sincerity for the hotel industry, probably weighed heavily against me. Being an Economics graduate, my seriousness for the service industry was probably in question, and I realised that if I was still serious about OSHM, I would would have to prove the next time to the Oberoi Panel that I meant business. would

41 December 2020

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INDUSTRY SPEAKS

Mr. Ajay K. Bakaya

Managing Director

Sarovar Hotels and Resorts

He became the “CEO of the year”

at the Hotelier India Awards 2017,

demonstrating his prolific

leadership qualities.

What are your views on

'Hospitality industry future'

The current pandemic crisis, will

have lasting effects on the hotel

industry worldwide. The

hospitality industry is assessing

the situation and reinventing

themselves to effectively revive

the sector in the ‘new normal’

post crisis world.

I believe that we will only go forward from here; with new concepts, new business models, and with guest’s preference and behaviour.

behaviour.

The much-needed importance of

hygiene, safety and focus on

protocols, will now be reinforced

throughout the industry. The

focus on wellness and nutrition

will grow as people get more

conscious on their life choices

and eating habits.

What is your advice and what

are your recommendations to

the budding hospitality

professionals

Work Hard.

Be consistent.

Be sincere towards your job and

profession.

INDUSTRY SPEAKS

Professional journey,

experiences and achievements

A seasoned hotelier, a trailblazer

in hospitality and instrumental in

the growth of Sarovar Hotels,

Ajay Bakaya champions the mid-

market, driving brand vision to

reality. He has played an integral

part in the phenomenal growth

story of Sarovar since its early

inception. Starting from a shared

office table and the leadership of

a single hotel. He has seen

Sarovar achieve enormous

growth, to its plethora of hotels

today.

An alumnus of Cornell – Essec,

France, Mr. Bakaya is a product

of the Oberoi School of Hotel

Management and is a Science

graduate from Delhi University.

He has worked extensively in

France, Scotland, Australia,

Africa and India.

He has been recognized as

“Entrepreneur of the Year” by

the federation of Hotels and

Restaurants Association of India

(FHRAI) and received the

prestigious “Hall of Fame” award

by Hotelier India.

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Q. What are your experiences of

your professional journey and achievements

A. I have been a media sales

professional for the past decade working with the Luxury or Premium / Entertainment/ Digital Sector throughout my career. My journey began with India's biggest media house, Times of India and it wasn't easy. From selling small line ads, I learnt a lot and progressed within 6 months. I was then shifted to luxury vertical and that was a major turn of my profession. From continuous smart work and with my strong dedication to keep learning I have been associated with the best companies so far and to name a few are Times of India, PVR Cinemas, Saavn music app and India Today.

Q. What are your college

experiences and learnings

A. I was an average student till my

12th grade. In college, I had the best faculty who really helped me achieve my academic potential and be an outstanding student particularly in the practicals aspects. I was always a great learner and the favorite of many teachers too.

Self-learning is essential to any education. Buy books online or physical copies to learn more about concepts and keep up to date. Today a lot of information is easily available on the internet. I remember a book recommended by one of my teachers, it was expensive but that book really helped us all a lot. College can be fun but with self-discipline and structured work ethics makes a lot of difference in your career and in your life as well.

Q. What is your advice and

recommendations to the budding hospitality professionals

A. Self-discipline in any field is

the key to success in my opinion. Self-learning is another aspect where in self-motivation also comes and leads to success in whatever you are doing.

Q. How has hospitality education

helped you find your place in the media sector?

A. Hospitality education has

played a role in developing my customer relationship/handling skills and problem-solving abilities. It developed an urge to provide the highest quality service to the customers and making sure that customer satisfaction is the utmost priority. The customer centric driven approach of hospitality education has shaped me to achieve success in media industry.

Q. What are the skill sets and

avenues essential for hospitality students to be successful in competitive market?

A. I urge the students to

understand and learn the core concepts of the hospitality program and develop interpersonal skills such as good communication, ability to work in a team, leadership qualities, problem solving tactics and management skills along with multitasking abilities. These skills not only help build careers in hospitality sector but also opens up the scope of getting hired for other sectors.

Ms. Etisha Kohli Senior Manager, India Today, an alumna of Ramaiah University.

Interview excerpts reported by Mr. Sumithresh

MBA-HM Batch 2019, FHMCT, RUAS

ALUMNI SPEAKS

43 December 2020

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Mr. Subhash N H Founder and CEO of Arya AB, Uppsala an

alumnus of Ramaiah University.

Interview excerpts reported by Mr. Ajay A (MBA-HM, 2019 Batch)

enthusiasm towards making himself an entrepreneur and co-founded his first company Treeonz Event Management LLP. This start-up was not just any event oriented company but a venture that revolved around music and culture whilst bringing tribal musicians to the front of the commercial music scene by hosting/curating and carrying out various culture festivals and became one of the first Indian companies to help musicians from abroad, local mainstream names and indigenous artists to come together. The first chapter was held in Karnataka and was backed by the Ministry of Tourism Karnataka. One of Treeonz’s biggest achievements was hosting a Music fest in Sweden in which indigenous folk musicians from Karnataka as well as Sweden were collaborated. Another major event and possibly Treeonz’s biggest was hosting the Yuvadussehra in Mysore where they held a music festival which saw

saw 75,000 people in attendance. Through his 4 years with Treeonz, the company managed to host more than three hundred Swedish Musicians in India while managing close to 300 artists under the brand. However, due to lack expansion options and non-scalability concerns, Treeonz had seen a full stop with Subhash heading into a new chapter in his professional career. He soon found himself working with Pioneer Property Zone Services as an Assistant Marketing Manager. He worked here for the first Quarter of 2019 where he spearheaded store openings and brand campaigns for Levi’s, Crocs, Daniel Wellington, Mark’s and Spencer’s, Starbucks and other noteworthy names at RMZ Galleria Mall. He also formulated their annual marketing for the year 2019. He left Pioneer to further his educational endeavours and flew to Sweden to pursue a second

Professional journey, experiences and achievements Subhash completed his BHM at MS Ramaiah University and through campus recruitment began his career at Movenpick Hotel and Spa. He worked as a Sales Executive and was involved in activities including marketing and sales with clients such as Siemens, L&T, IBM and Philips among other big MNCs. He was awarded employee of the month in February 2012 and nominated for employee of the year 2012 during his time there. Post his one year at Movenpick, he decided to pursue his MBA in Marketing at MS Ramaiah Institute of Management Studies. During his time at RIMS he led a national level college fest for which he was appreciated and offered the role of Marketing Executive at Red FM which he gladly took up in 2014. While working at Red FM, he was simultaneously working with the IPL franchise Sunrisers Hyderabad when they played at Bangalore. He is also responsible for a then All India Record for having the largest number of people sing live on air. After just three months at the Radio Company, he turned his

ALUMNI SPEAKS

44 December 2020

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criticism and dialogue that helps improve himself and his career/management goals. However, like any successful businessman, he too has had his fair share of challenges along the way. His first challenge was figuring out a way to upscale his event management business back in 2018. When he realised that his options were limited and overall scarce due to its project-to-project nature, he decided to part ways and move to something more variable in terms of business model options. Another major challenge came about when he had started out his natural resource-based packaging company in Sweden. The issue of understanding the legality and laws involved in executing the business model was a bit tedious, not to mention the language barrier between the Swedish administrative processes and his multicultural team. This was overcome with time and Subhash now speaks Swedish at an intermediate level. Understanding the pulse of Swedish market and acceptability of his products was a task but he has team got on top of it and tackled it diligently through research and detailed surveys. What are your experiences and learning in college Being a Hotel Management student back in 2010 when he interned at The Oberoi, he learnt a life lesson that he continues to look back upon. He says he learnt the fact that he had to always be

proactive and ready to face any challenge put before him. He insists that ‘wowing’ the guests was something he realised back then and continues to apply that principle even today. He learnt that no job was too small or irrelevant because only when he got down to it and got his hands dirty, he realised that when he did get to the top, he would look back and be proud of his efforts. What started out as an ambition to be a top chef soon changed when he realised, he might be lacking the flair or magic as he says so to create culinary goodness which he saw that a few of his colleagues at the time had. He gained confidence in himself and saw that he was better off in FnB management rather than what he initially thought he would be good at. He believes that rather than sticking to unrealistic or unachievable plans, it’s better to move on to new things that light and pave a better path for the future.

What are your recommendations and advise to budding hospitality students Be proactive and stay one step ahead Figure out the trends in your field and constantly strive towards achieving and improving them Research and analyse your field and understand the market, its expectations and how you can match that. Stay open to the opportunities available to you and be clear about your path.

second Master’s degree. This time around, he began studying in Uppsala University under the MSc in Entrepreneurship program from August 2019. During his time there he began another venture, founding “Arya AB”, in November 2019 with two other partners from Egypt and Sweden which added a multi culture outlook with a social cause in mind again. An innovation that saw food packaging being made from natural resources rather than conventional materials such as plastics. Initially using palm leaves sourced from Karnataka to using the galore of natural resources available in Sweden. A huge boost came about when the news of a ban on single use plastics from 2021, enabling Subhash and Arya AB to further enhance their business. Subhash was constantly involved in the events held at Uppsala and successfully gained funds towards Arya through a start-up forum. Post completing his one-year Master’s at Uppsala, and allowing sometime for his business to stabilise and become sustainable, he joined Unilever at Stockholm as an intern for Key Account Management where he continues to work now until February 2021. What are the Challenges and strategies in Hospitality entrepreneurship Subhash has always been open to

ALUMNI SPEAKS

45 December2020

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Cover Story - MS Ramaiah College of Hotel Management

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